Birdie Care

Birdie for Commissioners

Birdie for Commissioners gives commissioners unique, real-time insight into their local home care activity, quality and performance, replacing traditional call monitoring. Including care visit times, tasks, and care worker observations such as medications and client well-being, it enables efficient, transparent commissioning, dynamic reviews of care packages, and focus on outcomes.

Features

  • Combined solution for home care management and commissioning oversight
  • Access to real-time care visit logs from agencies using Birdie
  • Insight into planned and actual care visit times and tasks
  • Social worker access to care worker observations, including client medications
  • Access to outcome observations, such as physical and mental well-being
  • Industry leading, real-time analytical dashboard of home care quality
  • Time and attendance call monitoring through Birdie for Home Care
  • Digital care assessments and plans through Birdie for Home Care
  • Open API and integration ready (FIHR, SNOMED) with NHS systems
  • Integration possible with existing billing or case management software

Benefits

  • Replace traditional call monitoring with real-time quality and performance insight
  • More efficient, paperless home care management and reporting
  • Real-time insight into your commissioned care visits and observations
  • Collaborative working through secure data access for social workers
  • Improve service user outcomes and facilitate person-centred care
  • Drive efficiency in care management and delivery
  • Improve transparency and accountability with home care agencies
  • Move to dynamic, iterative reviews of your commissioned care packages
  • Your starting point for outcomes based commissioning and care monitoring
  • Highly secure and GDPR compliant cloud based platform

Pricing

£4 to £8 a person a month

Service documents

Framework

G-Cloud 12

Service ID

6 2 6 7 2 8 2 5 5 1 2 3 7 5 1

Contact

Birdie Care

Birdie

02030958252

support@birdie.care

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Birdie for Commissioners gives commissioners unique insight into their commissioned home care quality and activity for home care agencies in their local area that are using our Birdie for Home Care service.
Cloud deployment model
Public cloud
Service constraints
Access to the web application
- Microsoft Edge (most up to date version)
- Chrome (most up to date version)
- Firefox (most up to date version)
- Safari (most up to date version)
- No additional plugins are required

Mobile application
- Android 6.0 and above
- iOS 10 and above
System requirements
  • Suitable browser - Microsoft Edge (most up to date version)
  • Suitable browser - Chrome (most up to date version)
  • Suitable browser - Firefox (most up to date version)
  • Suitable browser - Safari (most up to date version)
  • One license per user
  • Mobile application - Suitable hardware
  • Suitable OS - Android 6.0 or above
  • Suitable OS - iOS 10 or above

User support

Email or online ticketing support
Email or online ticketing
Support response times
Office hours
Chat, email and phone response time: below 15 minutes

Outside office hours
Chat, email and phone response time: below half day
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
We use Intercom chat. This very powerful tool gives constant and direct access to our support team from the Birdie app, interface and website. The chat gives also intelligent access to Birdie helpcenter articles depending on the users’ requests.
Our chat support values are:
It’s all about speed
As obvious as it may be, speed does everything. Looking at what people say about customer support services, reactivity comes back all the time. All the time. This is why the median response time is the other main indicator for the quality of our support. As a general rule, we’re always targeting to provide an answer below 10 minutes after a request was made.
We’re human. No corporate language to avoid difficult topics. Clear and personalized answers to all questions.
We care. All requests are taken seriously and shared with the whole team.
We’re proactive, not reactive. Helping users to achieve success from day 1.
We’re honest. As sometimes things can be better, we collect your feedback and learn from it.
We nurture fun and a little quirkiness. Who said customer support had to boring?
Web chat accessibility testing
Assistive technology users do access the chat on the Birdie app. We have regularly in touch with assistive technology users, supporting them with educational content on the service, arranging installation or maintenance and collecting feedback on our proposition.
Onsite support
Onsite support
Support levels
Support response times

Office hours <15 minutes

Outside office hours <half day

These support levels are included in every Birdie package.

P1 - Critical
Business Critical Failures: An error in, or failure of, the Service that, for a large group of users:

a. materially impacts the operations of the Service; b. prevents necessary work from being done; or c. disables major functions of the Service from being performed.

Business hours: 30 min
Outside business hours: 2 hours

P2 - High
System Defect with Workaround: a. a critical error in the Service for which a work-around exists or affecting a restricted group of users; or b. a non-critical error in the Service that affects the service operation.

Business hours: 1 hour
Outside business hours: 4 hours

P3 - Normal
An isolated or minor error in the Service that:
a. does not significantly affect the Service functionality
b. may disable only certain non-essential functions;
c. any other non-urgent fix.

1 business day

P4 - Low
Low priority service requests and incidents with no impact on the live environment.

4 business days

Every account has one dedicated account manager. They liaise with the Birdie technical team on behalf of the clients.
Support available to third parties
No

Onboarding and offboarding

Getting started
New users onboarding at Birdie:
2 x 1 hour online remote training session with a dedicated account manager
Access to helpcenter and FAQ’s on Birdie helpcenter
24/7 onboarding support via chat, email, and phone
Weekly reports sent to review onboarding progress

Extra support (comes with an added cost)
Carers/clients details and care plan upload support
SMS campaign to remind carers to switch to Birdie
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Birdie generates data extract in CSV format that is shared with the client.
End-of-contract process
As soon as a client terminates its contract with Birdie:
Birdie generates the CSV documents to extract the clients data. This does not come at any additional cost for the client.
After the data extract is done and shared with the client, Birdie anonymizes the clients data on its database.
Birdie cancels future payments for this client.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The mobile application is designed for care workers on the field. Care workers visits are recorded through the mobile application and instantly visible in the desktop service.
The desktop application is designed for care managers in the office and is used to manage teams, clients, planning… Insights dashboards are only available on the desktop application.
Care workers can only access the mobile application.
Care managers can access both the Birdie mobile application and the desktop service.
Service interface
No
API
Yes
What users can and can't do using the API
All the features available in the mobile app and the desktop application are accessible using the API.
The API allows also roster partners to integrate with Birdie and synchronize visit data.
A Birdie developer account is required to access the API.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
We use an on-demand cloud computing infrastructure to automatically provide additional capacity if thresholds are reached.

Analytics

Service usage metrics
Yes
Metrics types
Birdie provides >40 measures of care quality and operations covering the below topics. Theses are accessed using an easy to use portal enabling you to quickly view care trends and find what’s driving them.

Operations:
Monthly active clients and carers.
Visits and hours delivered.

Care Quality:
Medication & care task completion.
Care plan completion.
Visit punctuality and fulfillment.
Alert resolution & responsiveness.

Also, the Birdie Q-Score gives a simple way to track quality across your organisation. The Q-Score aggregates a wide range of quality measures into a simple 1 to 4 rating - helping you quickly identify areas of improvement.
Reporting types
  • API access
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Other
Other data at rest protection approach
Our data is stored in encrypted AWS RDS databases in the UK. Amazon Web Services is physically and digitally protecting our data complying with the highest standards. These databases & backups are not accessible directly from the internet.
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Basic export can be performed directly in the product. For more specific export, the client can contact the customer support.
Data export formats
  • CSV
  • Other
Other data export formats
PDF
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Birdie provides 99.5%+ availability.
Approach to resilience
Birdie was built with disaster recovery in mind. All of our infrastructure and data are spread across 2 availability zones and will continue to work should any one of those data centers fail.
Outage reporting
Planned maintenance and unplanned outages are communicated to users via in-app notifications and/or email.

Identity and authentication

User authentication needed
Yes
User authentication
Other
Other user authentication
Login to Birdie is secured by a one-time authentication link.
Access restrictions in management interfaces and support channels
Personal confidential data is only accessible to staff who need it for their role. Access is removed immediately when it is no longer required.

All-access to personal confidential data on IT systems can be attributed to individuals and logged. The ‘least privilege’ principle is applied, so users cannot access data they have don't need to see.

All employees complete Security and Awareness training annually as part of the commitment to NHS DSP toolkit.

Our staff by whom the shared personal data is to be handled and processed are appropriately trained to do so in accordance with the Data Protection legislation.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • NHS DSP Toolkit
  • Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
DSP Toolkit
Information security policies and processes
Our policies and procedures ensure adherence to UK law and are fully compliant with, but not limited to, the latest GDPR, Data Protection Act (DPA), the National Data Guardian’s 10 data security standards. We are Cyber Essentials certified and have completed the DSP Toolkit.

Our comprehensive suite of policies include: Information security policy, General data privacy policy, IT and data security policy, All staff tech use and confidentiality policy, Clear Desk, Clear Screen Policy, Risk management, Incident response Plan, Disaster recovery plan.

Our policies are reviewed regularly at least once a year, and when any new guidelines are issued.

Birdie has a mandatory training database which contains information on all policies and procedures and who has read and be trained on the relevant policies and procedures, and when these expire.

Upon commencing employment with Birdie all new members of staff are required to be onboarded which includes training on all processes and to read all mandatory and non-mandatory policies. These are logged on an automated mandatory training database which flags when an employee needs to refresh their knowledge of these policies and processes

Staff security awareness training takes place throughout the year with briefing sessions for any substantive policy changes.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
As part of our change management process, all changes to the system are tracked via tickets using JIRA. The potential security impact is assessed as part of the process of signing off a ticket. All changes to the software are tracked in our version control system (Git). Any change to the source code has to be tested and reviewed by multiple people.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Any change to the source code resulting in failed tests or security vulnerabilities is blocked by continuous integration servers.
Our dedicated infrastructure team is in charge of ensuring our platform is secure and available at all time. Regularly, we engage third-party security experts to perform detailed penetration tests on the Birdie application and infrastructure.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Birdie implements a protocol for handling security events which includes escalation procedures, rapid mitigation and post mortem. Our response is dependant on the type of compromise that is discovered and its severity.
We have 24/7 monitoring and technical support and have various incident/security event detection processes to ensure our response is timely, controlled and consistent.
Incident management type
Supplier-defined controls
Incident management approach
Birdie has incident management processes for major and minor incidents which includes escalation procedures, rapid mitigation, post mortem and a comprehensive disaster recovery plan.
Users can report incidents via the customer success team, who provide 24/7 support.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£4 to £8 a person a month
Discount for educational organisations
No
Free trial available
No

Service documents

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